The study also found that, aside from Amazon and eBay, retailers
that focused on one retail category (e.

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"Our research
shows that the sites that perform best in customer experience have a
significant advantage in driving online sales.

What Consumers Want: Best of the Web

"It is critical for retailers to look at their competition and
learn from the leaders," said Dr.

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Brown.S.

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"
In fact, Keynote found a direct correlation between the customer
experience online and purchase impact rates on retail Web sites, as
measured by the Keynote Purchase Impact Index.

About Phoenix Health Systems
Founded in 1987, Phoenix is a national provider of innovative IT and
business outsourcing and consulting solutions to hospital organizations.

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The competitors performed equally well
in the Keynote CE Rankings.
Again, Circuit City's strong customer experience ranking directly
correlated with better conversion and purchase impact rankings than
its competitors.

Keynote CE (CE) Rankings are available for a number of industries
including the retail, banking and credit card industries, as well as
several travel verticals, including the lodging, cruise and rental car
industries.keynote.

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com, Barnes + Noble and
Circuit City Web sites provide the best online shopping experience for
consumers. at
650-403-2400.
Services include comprehensive IT department outsourcing, interim IT
management, clinical transformation, revenue cycle improvement , information
security, and a wide breadth of other strategic and technical IT consulting
services .

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The Keynote
studies are performed regularly allowing for key industries to be
tracked over time from an online customer experience standpoint.
"The specialty apparel retailers do an excellent job of creating a
personal, customer-focused online shopping experience," said Brown.
Keynote is viewed as The Internet Performance Authority due to the
company's global infrastructure of over 1,600 measurement computers in
more than 50 cities worldwide that capture and store on a daily basis
over 60 million Internet performance measurements, frequent media
citations quoting Keynote's Web performance data and analysis, the
company's market-leading Web performance indices for vertical markets
and leading customer research that provides critical business insight
into online customer experiences, industry trends and competitive Web
strategies.

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com, Barnes + Noble and Circuit City Top Keynote
Rankings for Retail

Specialty Apparel Sites Deliver Best Online Shopping
Experience

Office Supply Sites Closely Competitive

The competition among online retailers is getting more intense as
consumers become savvier about online shopping, and increasingly judge
retailers based on their experiences across the Web, according to a
study. In addition to
traditional opinion data, Keynote's proprietary research technology
collects detailed qualitative and behavioral data as these customers
performed tasks at each site. Bean, Lands' End, Macy's, Nordstrom,
Office Depot , Sears, Staples, Target, Wal-Mart and Yahoo! Shopping
sites were among those evaluated as part of the study.

Consumers Getting Savvy About Online Shopping

The study also indicated that customers have become increasingly
savvy when it comes to online shopping, and that their expectations
are increasingly set by what they experience at other retail sites
across the Web., books, electronics ,
apparel) faired better with consumers than department store retailers
with multiple product categories .
In contrast, in the electronics category, there was a significant
gap between leading competitors with Circuit City outperforming its
competitors. For additional information, visit http://www.

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The sites topping the Keynote Customer
Experience Rankings performed best, in aggregate, across all 250 +
measured metrics and the indices compiled from these metrics.

Keynote Customer Experience Rankings

1 Amazon.com, Barnes + Noble, Best Buy, Circuit City, eBay,
Eddie Bauer, Froogle , Gap, L. Their success was based on the strong visual appeal of
their sites, their product content and the depth of their site
functionality.html

About Keynote

Founded in 1995, Keynote Systems (Nasdaq:KEYN), The Internet
Performance Authority(R), is the worldwide leader in e-business
performance management services.

, Phoenix Health Systems,
Inc. LeGrange, President
and CEO of Phoenix Health Systems.

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Category Competitions Intensify

The most closely competitive retail category is among office
supply retailers, where Staples and Office Depot are not only among
the leading retailers in terms of percentage of their overall sales
from the online channel (exceeding 15% of sales according to Internet
Retailer), but the companies are also extremely closely matched in
terms of customer experience. Over 2,100 corporate IT and marketing
departments and 16,000 individual subscribers rely on Keynote's
growing range of measurement and monitoring, service level and
customer experience management services to improve e-business
performance by reducing costs, improving customer satisfaction and
increasing profitability. MONTGOMERY VILLAGE , Md. This environment requires experienced professionals
and quality leadership to enable organizational change and demonstrate
results.
Phoenix will also assist the Baylor Health Care System by performing an
extensive IT Diagnostic Review.

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Online Retail Competition Heating Up as Consumers Become Savvier on the Web Says Keynote

com/solutions/cem_syndicated_research.keynote.

Sites discussing the status, image, and portrayal of librarians.

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keynote.
To learn more about Keynote's syndicated research offerings and
for a list of the various vertical industry reports that are
available, visit:
http: //www.com or by phone in the U.

About Baylor Health Care System
Baylor Health Care System is a not-for-profit, faith-based network of
hospitals, primary care centers and practices , rehabilitation clinics, senior
health centers, affiliated ambulatory surgery centers, and the Baylor Research
Institute.com

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Other trademarks are
the property of their respective owners .

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----Keynote Systems
(Nasdaq:KEYN):

Amazon. (C) 2005 Keynote Systems,
Inc.

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For information
about purchasing the full report, visit
http://www.html

Keynote Customer Experience Research

Keynote is the leading provider of customer experience research
services, offering both syndicated and custom research examining
consumer behavior on the Web. We
recognize both the privilege and the requirement to provide successful
leadership and to perform a thorough IT assessment to assist the Baylor Health
Care System in ensuring its information systems are capable of supporting its
short and long-term operating objectives," said Darin K.

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Specialty Apparel Retailers Provide Best Customer Experience

In general, specialty apparel retailers provided the best online
customer experience of all retail verticals, and had the best
conversion rates as compared to all other traditional retail
categories. "Consumers have become very
savvy about shopping online."
To provide a picture of what consumers want from the ideal retail
website, Keynote compiled a list of the retailers that performed best
in leading Web site attributes:

Best of the Web
Keynote Evaluation
---------------------------------------------------------- --
Check Out Process Amazon
Product Research/Browsing eBay
Search Engine Barnes + Noble
Online Help + Support Nordstrom
In-Store Pick-Up Circuit City
------------------------------------------------------------

The entire report , Keynote Customer Experience (CE) Rankings for
the Online Retail Industry, is a large scale competitive benchmarking
study of the online retail industry containing hundreds of additional
data points and a detailed analysis of the findings. The Keynote CE Rankings are the successor to the Keynote
CE Rankings following Keynote's acquisition of Keynote in September
2004.

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com/syndicated.phoenixhealth .

librarians bookslut

g. In
addition to traditional opinion data, Keynote's proprietary research
technology and access to a panel of 160,000+ consumers allows for the
collection of detailed qualitative and behavioral data that inform its
reports.
Keynote Systems, Inc. is headquartered in San Mateo, California
and can be reached at www. Phoenix Health Systems' team of specialized
consultants will review various aspects of IT operations including IT resource
alignment and investments, IT planning and future direction, IT effectiveness,
and IT security.
"We are tremendously excited to be selected by the Baylor Health Care
System and assist them with their strategic IT initiatives.

strecker stereotypes

L. Bonny Brown ,
director of research and public services at Keynote.
Those companies with an extensive history of catalog selling,
including L.

Keynote, The Internet Performance Authority and Perspective are
registered trademarks of Keynote Systems, Inc. With more than 15,000 employees and 2,500 beds , the Baylor Health
Care System services nearly 600,000 patients per year.

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Business Editors

SAN MATEO, Calif. Consumers ranked Circuit City as better organized for
browsing, providing better search capabilities and customer support.

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The syndicated research study conducted by Keynote Systems
(Nasdaq:KEYN), The Internet Performance Authority(R), provides a
competitive benchmarking of leading retail Web sites. Most traditional department store retailers did not
score as well in terms of online customer experience.

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The top-ranked
retailers in terms of customer experience performed significantly
better than all other retailers evaluated; and that performance paid
off with consumers expressing more likelihood to purchase products
from those sites and to return to those sites again in the future. Keynote's research provides critical
business insight into online customer experiences , industry trends and
competitive Web strategies for a variety of vertical industries.

Baylor Health Care System Selects Phoenix Health Systems for Information Technology Leadership and Diagnostic Services

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The Best Retail Web Sites

According to the current study, the Amazon., a leading provider of consulting services to the healthcare industry,
announced today that it has been chosen by the Baylor Health Care System in
Dallas, Texas to provide interim information technology (IT) leadership and
perform focused IT diagnostic review services.

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The
next Keynote study covering the online retail industry will be issued
in July 2005. The rankings are based on research with 2,000 customers as
they interacted with leading retail Web sites.com

2 Barnes + Noble

3 Circuit City

4 eBay

5 Lands' End

The Amazon.L Bean and Land's End, were among the best performing
apparel sites, and were joined by the Gap in the top-tier of apparel
retailers online.
In today's market, healthcare information technology is rapidly changing
and growing in complexity . Phoenix Health Systems will provide the necessary oversight and
direction to assist the Baylor Health Care System in refining plans for
effective clinical transformation. Our single focus
in the healthcare industry is to add meaningful, objective value to our
clients and ensure their satisfaction through collaboration with Phoenix.

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"It is becoming increasingly imperative for retailers to provide a
strongly positive online shopping experience," said Dr. They know what they want and they reward
sites that provide it with increased business.
Keynote's syndicated research includes two distinct types of
reports: the Keynote Customer Experience (CE) Rankings, which provide
competitive benchmarking and rankings of the leading Web sites in a
specific industry; and Open Web Research (OWR), which takes a broader
look at the customer's experience across the entire Web when
performing specific tasks, such as booking business travel.